Customer Support User Interface Redesign

Business Goal

JP Morgan Chase Bank intends to modernize the back end applications used by the Phone Specialists/ Customer Support representatives

Research Question

The Banks’ Customer Care phone specialists required to:

Switch in and out of systems to access customer information leading to:

Increase in the ‘average handle time’ of customer calls

High costs incurred

How may we save millions of 'phone seconds' spent in accessing and finding required information

Solution

The Bank intends a switch from legacy systems to building and implementing an integrated source - a repository which will house all of customer demographic information at a single location

2
Phases
4
Researchers
12+
Teams
45
Participant Discussions

PHASE 1

Current State Assessment

Assess the experience with the current system. Mainly: functionality, most time consuming tasks, navigation challenges, overall current user satisfaction

User Interviews/ employee empathy maps

Understand the employee emotional experience- We used a combination of task based, open ended exploratory questions to better understand perspectives

KPI's, stressors, goals, motivators, inspiration

Detremine the Information Architecture

Card Sorting- Modify the screen flow. Identify the most intuitive spots for added tabs to better align with employee mental models when changes are required. With a focus on FRONT LAYER only, we grouped options by which task/screen it was associated with

PHASE 2

Prototype Testing

2 sprints with 1 round of usability testing each was performed.

Fully-functional, high-fidelity prototypes with the revised workflows were created. At the same time, we started recruiting subjects for the tests who fit our criteria of 5+ years of experience; mainly employees who were familiar and comfortable with the current screens

Both Prototypes were tested with 10 particpants each

Analysis: All note-taking & synthesis of data was conducted through Excel.

Here's a snippet of the executive summary from Phase i

Snippets and findings from Phase ii

4. Sharing findings widely

The final report from Phase 1 was a 65-slide PowerPoint presentation and had an audience of 70+ employees.

Due to the importance of this subject for so many teams, there was a lot of communication before the official shareout. The project was announced to broadly over 200 eager developers, designers, researchers, & product managers. The report was archived in the internal system to be read as a document, along with the creation of the formal deck.

5. Recommendations and next steps

With 'reduction in call duration' being a strong focal point the project is currently in its 6th iteration.

Prototypes 1 & 2 brought in several breakthroughs in terms of design. It secured drastically improved ratings with employees in terms of design, performance and served as a strong foundation upon which the subsequent iterations evolved

6. Next Steps

01 Testing the prototype on more novice users/ new hires to determine its scalability across the company

02 Explore the balance between content presented to the Specialist and the screen loading time